Companies that contract with customers telephonically, or via any paperless channel, need to do so in compliance with a slew of legislation designed to limit potential abuse.
This is especially true of the financial sector where it has become standard practice to contract on a paperless basis. Having an interaction recording system in place to securely capture and store all conversations and other electronic correspondence can assist companies with governance and legal compliancy. However, managing interaction recording systems across all locations can become a complex and tiresome challenge for larger companies with multiple branches and distributed contact centres. This can be solved by implementing a consolidated and integrated interaction recording platform.
Large companies generally have multiple communication channels to the outside world. Interaction may come through PBXs, contact centres, unified communications networks, radio networks and so forth. In addition, there may be multiple branches spread geographically that need to have interactions recorded. In this context, the norm is to have several separate and disaggregated recorders in place to meet business requirements. For these companies, it is a significant advantage to be able to consolidate and centralise all these recording sources onto a single common platform, where quality management can be centralised.
On top of this, stored recordings often need to be accessed by other branches or the company head office. This process can become time consuming and admin intensive. Where recordings are required for legal purposes, such as evidence of contractual obligation, the time taken to hunt down, correctly select and send a specific recording can cause costly delays. In addition to this, managing who is allowed access to sensitive information can also prove tricky.
Implementing a consolidated interaction recording management platform to manage the various recording systems at the various branches ensures that these delays are a thing of the past. A centralised interaction recording management platform ensures the seamless integration of recording systems and business processes. It provides a single platform for storage, archiving, integration, monitoring and management of all recording systems and the associated process tools.
Such a system not only provides companies with easier storage and transfer of recordings, but it also mitigates risk on multiple levels. With substantial security in place, ensuring recordings can only be accessed by those with permission, there is little risk of a sensitive recording landing in the wrong hands. Having all the recordings in one place means less risk of missing information, benefitting both the company and its customers. Furthermore, recordings can be stored for years, ensuring compliancy with regulation on record keeping.
Centralised interaction management platforms allow recordings to be tagged and labelled based on company requirements, which allows for easy cross referencing of recordings from different platforms. Companies can integrate related recordings into their CRM system, ERP system and call centre at the same time by linking them with a customer record.
This also enables businesses to track trends and customer preferences based on diagnostic reports from multiple recordings. With customer interaction forming the foundation of a business’ service offering, knowing what customers want is very important. Information can be pulled and pooled based on a particular common requirement from multiple recordings, enabling easy tracking of customer needs and, therefore, quick company reaction to addressing those needs.
Companies can ensure that the recordings from all their branches and various systems are stored and accessed in a uniform manner, allowing their branches to operate individually while the management platform still collects and archives their recordings according to head office regulation. A modular approach to integrating an interaction management system allows for companies to build the system as they need it based on individual branch systems so wastage is minimised. This makes it possible to optimise resources centrally and ensure compliance on a global basis.
Companies utilising a centralised, consolidated interaction management platform, that rely on interaction recording to ensure legal compliance, can rest assured knowing that all their distributed recording devices and process systems are working to their advantage in a consolidated, precise and secure manner. Should any legal dispute arise during the course of their business, they have easy, quick and secure access to all related recordings, eliminating risks and ensuring their processes comply fully with legislation.
Cedric Boltman is the Channel Executive at Jasco Enterprise.